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Tips for Choosing Your Hospice CAHPS® Vendor

Salt Lake City, Utah, November 11, 2014 - Pinnacle Quality Insight (http://www.pinnacleqi.com), Despite what many may think, not all Hospice CAHPS® vendors are alike. It's important to find a company that knows what struggles you might find in the industry.

Make Sure to Pick the Right Vendor

You want to make sure you can trust the vendor you choose. Choose a vendor that will be there for you no matter how big they are. The more responsive the better. Look into their experience, and how long they've been surveying hospice patients compared to other CAHPS® vendors.

Look Into All Options

Do your research. Some vendors might be huge, while others might be small. Some don't have much experience when it comes to healthcare, they're just general survey companies. They use customer satisfaction surveys as a way to get business.

Understanding Costs

Many vendors will vary in the way they charge their clients. Make sure you know what each vendor is charging, and that costs make sense. Many times a vendor will charge a simple flat fee, but then they'll charge for each survey and other reporting packages. Chances are a vendor will charge for a contract fee. So it's important you're aware of this, allowing you to ask the proper questions to know exactly how and for what you'll be billed.

Evaluate Reports

A great way to improve performance within agencies is to start a new Hospice CAHPS® program. Getting a monthly report with a focus on the clinical will be a great way to grow this new program. Check to see if your vendor can show how many hospices are involved in the reports, as well as if there are any serious issues involving caregivers.

Think About Consumer Service

Starting a new Hospice CAHPS® program can overwhelm you. Be sure that your vendor has a staff member who will be dedicated to your services so they can offer training on how to read reports. Make sure they know your business, and how you are improving quality.

Think About What Survey is Provided

Hospice CAHPS® can be offered by mail, by telephone, or by mail and telephone. Some vendors offer one method, while others offer all of them. Each survey method has different strengths. You need to research which method will be best for your business and choose your vendor accordingly.

Transferring Files

Find out how vendors plan to transfer the files. Check to see if they'll run test files, and if they plan on going through the file submission process with clients. Also, find out if this vendor works with your EHR.

Supplemental Question Sets

Are there supplemental questions offered by the vendor? How many supplemental questions are offered? Is there going to be an additional cost involving the supplemental questions? Are there reports and data offered upon submission of these supplemental questions?

About Pinnacle Quality Insight:
Pinnacle offers customer satisfaction measurement via telephone survey to senior care and hospice providers.
Pinnacle's feedback process is based off the idea that healthcare should be evaluated just like it is administered,
individually. This process is the easiest way for senior care and hospice providers to understand the voice of their
customer. For more information, please contact us.